Highly Skilled Incident Resolution Specialist

1 day ago

Perth, Western Australia beBeeExpert Full time $120,000 - $130,000

NEC Australia is seeking 2 x Service Reliability Specialists (Major Incident Managers) to join their team on initial 6- month fixed term contracts.

Key Responsibilities
  • Ensure service reliability using the ITIL process of Incident & Problem focused on service reliability for customers.
  • Drive service restoration of major incidents.
  • Manage and control all major incidents (24 x 7, 365 days per year) and associated communication/escalation, manage SLAs for incidents, manage and comply with the Incident and Problem Processes. This includes a rostered on-call component.
  • Review and document major incidents.
  • Restore any interruption of service as quickly and safely as possible allowing business operations to resume.
  • Contribute to the continuous improvement of Incident management including coordinating post incident reviews, root cause analysis inputs, and participating in the establishment of Team work instructions, known error documentation, and relevant reporting.
  • Liaise with Service Level Management to ensure all incidents are resolved within established SLA timelines and established service improvement plans for any under-performance.

Requirements include:

Essential Qualifications
  • 3 plus years' experience in an Incident Management position.
  • Ability to work in a rostered on-call environment 24 x 7, 365 days a year.
  • Possess a practical understanding of Industry Best Practices regarding Service, Incident, Problem, Service Level, and Knowledge Management.
  • Demonstrated ability to develop partnerships with internal stakeholders to cultivate trust, collaboration and commitment in ICT services and resources.
  • Proven strong communication skills when working with Operational groups and with Customers.
  • Worked with managed services suppliers previously.
  • ITIL Foundation.
Seniority level: Mid-Senior level. Employment type: Contract. Job function: Information Technology. Industries: IT Services and IT Consulting.

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